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Complaints Policy

We are committed to providing the highest standard of care and service to our patients. However, we acknowledge that there may be times when our service does not meet your expectations. If you are dissatisfied with any aspect of our services, we encourage you to share your concerns so that we can address them appropriately and improve our service.

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1. How to Make a Complaint

1.1 Informal Resolution

We aim to resolve complaints as quickly and efficiently as possible. If you have a concern, we encourage you to speak to a member of our team at the time of the issue, as many concerns can be resolved immediately.

1.2 Formal Complaints Process

If your concern is not resolved to your satisfaction or requires further investigation, you may submit a formal complaint in writing. Please provide as much detail as possible, including:

  • Your full name and contact details

  • The date, time, and location of the incident

  • The names of any staff members involved (if known)

  • A clear description of the issue

  • Any relevant supporting documents or evidence

You can submit your complaint by:

  • Email: info@ddclinical.com

  • Post: Frodsham Court, Frodsham Street, Chester

  • Phone: 01244 723 300

2. Acknowledgment and Investigation
2.1 Acknowledgment

We will acknowledge receipt of your complaint within 3 working days of receiving it.

2.2 Investigation

We will conduct a thorough and impartial investigation. This may involve:

  • Reviewing relevant records and documentation

  • Speaking with staff members involved

  • Gathering any additional necessary information

2.3 Response Time

We aim to provide a full response within 10 working days. If the investigation takes longer, we will keep you informed of progress and provide an estimated resolution timeframe.

3. Complaint Outcomes

Following the investigation, we will respond to your complaint with:

  • A summary of our findings

  • Any actions taken to resolve the issue

  • Any changes implemented to prevent similar issues in the future

If your complaint is upheld, we will take appropriate corrective actions, which may include staff training, policy amendments, or service improvements.

4. Escalation Process

If you are not satisfied with our response, you may request a review by a senior manager. We will aim to provide a further response within 10 working days of receiving your request.

If you remain dissatisfied, you may escalate your complaint to an external regulatory body, such as:

5. Confidentiality and Data Protection

All complaints are handled confidentially, in accordance with GDPR and Data Protection laws. Your personal information will only be shared with those directly involved in investigating and resolving your complaint.

6. Continuous Improvement

We value feedback and use complaints as an opportunity to improve our services. Lessons learned from complaints will be reviewed regularly and used to enhance patient care and experience.

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